Customer Success Partner Expert, HXM - F/M

Customer Success Partner Expert

At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

Role Summary: The Customer Success Partner Expert is accountable for changing how customers operate, not for monitoring how software is used, and must actively maintain role boundaries to ensure delivery remains with the appropriate parties while retaining full accountability for customer outcomes. The role exists to move customers up the HR maturity curve by influencing strategy, operating models, and executive decisions, using SAP technology, AI, and ecosystem partners as enablers. Success in this role is defined by evidenced customer capability change, adoption with intent, and sustained business outcomes, demonstrated through executive engagement, decision influence, and measurable impact. This is not by activity volume, reporting cadence, or internal data hygiene.

Role Purpose: To act as SAP's trusted partner to senior HR and business leaders, with direct and sustained engagement at decision-maker level as a prerequisite for success by: elevating HR from process execution to insight-led workforce decisions, embedding AI, automation, and analytics into how work gets done, and ensuring customers realize measurable productivity, decision-quality, and organizational impact. The role drives mutual success across the Land, Adopt, Consume, Expand lifecycle by influence and orchestration, not by delivery ownership or manual control.

Core Accountabilities: Establish and maintain direct access to decision makers; absence of executive engagement is treated as a performance risk. Drive customer capability change, not license usage or task completion. Move customers forward on the HR maturity journey through AI, insight, and operating model evolution. Anchor value in business outcomes, better decisions, and workforce impact. Make AI real through adoption, behavior change, and simplification, not feature rollout. Own customer outcomes even when delivery is led by partners, GSIs, or SAP services, by defining the path to resolution and directing Create pathways to executive engagement and decision influence where they do not exist; do not wait for ideal customer conditions. Protect time and focus for high-value customer work, challenging internal demands that dilute impact. Act as the senior escalation point, reframing issues into decisions and trade-offs, not firefighting. Use systems of record to inform judgement, not spreadsheets to run the business.

Key Responsibilities: Shape and lead customer agendas with CHROs and HR leadership teams, aligning SAP capability to strategic priorities. Co-create outcome-led roadmaps that clearly articulate why change matters, not just what will be implemented. Influence adoption by simplifying processes, reducing manual effort, and embedding new ways of working, evidenced through decisions taken, priorities reset, and outcomes agreed with executive stakeholders. Leverage customer communities, peer learning, and reference stories to scale impact beyond individual accounts. Engage ecosystem partners to extend reach and accelerate outcomes, while enforcing clear ownership boundaries and preventing misallocation of delivery responsibility to the CSM role. Escalate early when product, data, or operating model constraints block adoption or value realization. Contribute to SAP's collective learning by sharing patterns, insights, and proven approaches, not reports.